Customer Service Representative

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Company Overview

At Fortis Fire & Safety, we provide industry-leading fire protection & security services across the United States. Our ever-growing footprint can be seen in California, Florida, North Carolina, and Chicago, and we are acquiring new brands all the time.

We are proud to work together as one team under the Fortis Fire & Safety family, which includes CJ Suppression, Diversified Systems, Inc., Integrated Fire & Security Solutions, LaMarco Systems, Life Safety Management, Piper Fire Protection, and VFS Fire & Security Services. United by a shared mission, we deliver comprehensive fire protection and security solutions nationwide.

Joining Fortis means becoming part of a nationwide, next-generation fire protection company. We’re dedicated to a People-First philosophy, where we invest in our team through training and development, as well as a competitive benefits package. In return, we expect the very best from each of our employees every day.

If you are ready to be exceptional in your chosen career, apply to work with us today!

Here at Fortis and throughout our family of brands, we offer a comprehensive benefits package that includes:

• Paid vacation and sick time
• Company Paid Holidays
• Additional paid time off for life events (e.g., jury duty, bereavement)
• Competitive compensation
• 401(k) retirement plan with competitive company match
• Medical, Dental, and Vision insurance
• Short-term/Long-term disability insurance
• Life Insurance
• Career Advancement Opportunities and more!

Job Summary:

Life Safety Management is seeking a motivated, organized, and customer-focused Customer Service Representative / Service Dispatcher to join our team. This position plays an important role in ensuring excellent customer service, coordinating daily service operations, scheduling technicians, and maintaining accurate service records.

The ideal candidate has experience in customer service, dispatching, and administrative support. Experience in the construction, fire alarm, or life safety industry is preferred. If you thrive in a fast-paced environment, communicate effectively, and can manage multiple priorities while maintaining attention to detail, we encourage you to apply.

Essential Duties and Responsibilities:

• Answer incoming customer calls, respond to service requests, and provide professional, courteous customer support.
• Schedule, dispatch, and track service technicians and drivers to ensure efficient service delivery and timely completion of work orders.
• Create and maintain service work orders, ensuring accurate documentation and follow-up.
• Communicate service updates, scheduling information, and job status to customers throughout the service process.
• Maintain and renew fire alarm system certificates and update company databases as required.
• Enter low-voltage repair reports into the Compliance Engine database.
• Develop a working knowledge of company services, products, procedures, and pricing to assist customers accurately.
• Address customer complaints and service concerns professionally, coordinating with management when necessary.
• Work closely with service technicians, management, and other departments to support daily operations and improve efficiency.
• Assist in improving customer service processes, dispatch procedures, and administrative workflows.
• Maintain accurate records and ensure compliance with company policies, procedures, and applicable safety requirements.

Required Skills & Qualifications

• High school diploma or GED.
• At least three years of experience in customer service, dispatching, or a similar administrative support role.
• Excellent…